previews

[Artzigzag]

the last two reviews on our store were negative (one star) we believe that these ratings era not objective. how can I cancel them

[BagmakerSupply]

@Artzigzag: "ratings era not objective" is not a legally allowed reason to remove a review https://help.etsy.com/hc/en-us/articles/115015808588-What-to-Do-if-You-Receive-a-Negative-Review?seg...

[JJewellerySuppliesUK]

I think both reviews highlight reasonable complaints.  If the table arrived with the glass broken then you need to deal with that customer.  For the platter/bowl, if you mistakenly advertised it as a platter when it was a bowl, then it is your error and you should be paying the return postage to have it back.  As you have discovered, if you don't resolve the issue yourself then the customer can, and will, leave bad feedback. 

I'm sorry to say that Etsy will not remove their reviews but if you work things out with the buyers, then they might change them.  If you reply to the reviews, then the buyer will not be able to change it.  

[GlassyFields]

If the review violated an Etsy rule you can click on the report this review button. The only review rule I can think of off the top of my head is naming the carrier when complaining about a late delivery. I'm sure there are more though.

You can't cancel reviews. 

Reviews are never objective - they are the buyer's opinion - good, bad, fair, unfair ... they're still allowed.

If you respond to the review it locks it in.

You may want to work with the buyer to see if you can resolve whatever the issue is and just maybe they'll update their review.

If you do respond eventually, make sure your response is professional and directed to FUTURE buyers. 

[OwlAlwaysKnit]

One item was Not As Described they ordered a platter and got a bowl, and the other arrived damaged according to the reviews.

Both buyers should get a full refund, you are also selling to EU/UK without legal policies, you need to get them in place asap.

you need to have a 30 day return window, that is 14 days to contact you and 14 days to return.

In the link below there are more details of the other information that needs to be added.

https://www.etsy.com/legal/policy/selling-to-eu-and-uk-buyers/239965962014

I hope you help your buyers

[GlassyFields]

I read the reviews.

If I was a buyer of an item that was described inaccurately - I'd expect the seller to send a prepaid shipping label for the return. I'd expect my refund once the seller received the returned item. If that didn't happen I would open a 'not as described' case and expect to win.

If I was the buyer of an item that arrived broken - I'd be expect the seller to replace the broken glass and/or send a prepaid shipping label for the return. If that didn't happen I'd open a 'not as described' case and expect to win.

For the dents in the wicker ... that's more subjective for a vintage item ... but it doesn't matter much if the glass top was broken.

[Artzigzag]

спасибо за письмо но в первом случае мы вернули деньги потому что случай был страховой а покупать в преклонном возрасте и не может сам что то изменить 

[OwlAlwaysKnit]

I would reply to the review that you have issued a full refund so future buyers can see that you done right by the customer.

[Artzigzag]

спасибо Я так и сделаю